Customer Experience Manager

**Work type**: Permanent Full time
**Location**: Aust - NSW Metro
- **Outstanding opportunity to build and progress your career**:

- **Make your mark on this transformational piece of work**:

- **Act as the voice of customer experience and drive operational change**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as a Customer Experience Manager.

**The role**:
The acquisition of Citigroup Australia’s consumer business supports NAB's strategic growth ambition for Personal Banking, helping the bank achieve its goals faster as it drives toward being Australia's best Personal Bank.

The Customer Experience team currently has a vacancy for a Customer Experience (CX) Manager to lead the overall customer experience and drive process improvement initiatives across the bank

This CX Manager will act as an internal voice of customer experience here with NAB. The key accountabilities will be to improve the overall customer experience journey and experience through strategy and operational change.

**Day to day will include**:

- Managing and driving customer experience initiatives to deliver improvements and operational growth
- Working across numerous departments/stakeholders delivery on operational changes to drive the CX strategy
- Overseeing and reporting on key CX metrics to the Senior Management group
- Proactively identifying process gaps and opportunities across the CX journey
- Representing the CX team in meetings, strategy and bank wide initiatives

**What you will bring**:
This job is both enormously challenging and rewarding so you need loads of passion and drive, be customer-focused, and have excellent influencing and engagement capability. Resilient and flexible you demonstrate the following experience and knowledge:

- Previous experience with design thinking, customer experience methodologies and customer centric design
- A continuous improvement mindset with the ability to identify gaps and opportunities for improving business performance and customer experience
- Confident engagement, influencing, and negotiation skills to work across numerous initiatives and departments
- Experience in designing customer friendly products and communications
- Project management skills and experience with developing and facilitating training
- Ability to multi-task under pressure, in a fast-paced environment

**A diverse and inclusive workplace works better for everyone**

At NAB, we are intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It is a huge part of what makes NAB such a special place to be.

**More focus on you**

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. For more information, please click here.

**Join NAB**

If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

Please note unsolicited CVs from agencies will not be accepted.